Service Portal v2 - Troubleshooting

Post-install troubleshooting and solutions for common errors.

Written by Brian Smithwick Updated over a week ago

Login widget fails to login, even with known good credentials.

The Service Portal plugin utilizes WordPress's user management capabilities to provide your customers with the ability to log into your web site. You should disable any plugins that prevent users from logging into WordPress.

ReCaptcha is not supported by the Service Portal login widget. Disable the ReCaptcha check in the login to allow the Service Portal to authenticate users.

If you do not wish to disable ReCaptcha, you will not be able to use the Service Portal login widget that we provide. You may wish to consider using a standard WP login page (which will work). Be sure to redirect users to the Service Portal content page that you created using the Service Portal installation guide. Note that self-service requesting a Service Portal account is a function of the login widget. If you do not use the login widget, you will need to manually create accounts for your users, inside of the ServiceTrade settings within WP-admin.

Your ServiceTrade user may not be granted the appropriate permissions.To work properly, the ServiceTrade user whose credentials you enter into the portal settings page should be granted the "Account Admin" role. To adjust your user's permissions:

Log into ServiceTrade as an administrator

Click on My Account -> Users

Search for the user you are using for the portal plugin

Click on that user's name

In the "Roles" section, ensure that "Account Admin" appears in the list of assigned roles.

3. This will open the Chrome developer tools. In the developer tools window, click on the "Application" menu at the top, then open "Cookies" under the "Storage" section:

4. Under "Cookies", you will see one or more web sites listed. Click on the name of your web site.5. With the Chrome developer tools pane open, attempt to log into the Service Portal as a customer, using the email address and password of a portal user.6. View the list of cookies. You should see a cookie whose name begins with wordpress_, and another cookie whose name begins with wordpress_logged_in_, as shown below:

If these cookies do not appear, either your web server, Varnish, or another component of your web site infrastructure is dropping WordPress user session cookies. Please contact your web site developer to resolve this problem.